Trends & best practices
NPS and beyond: Unlock the power of digital analytics.
By Tom Arundel
November 22, 2023
Trends & best practices
By Tom Arundel
November 22, 2023
It’s 9am on Monday. James, the Director of Customer Experience (CX) at a large bank, sips his coffee and opens his inbox to find an email forwarded by a concerned colleague.
The subject line reads, “Urgent: Customer Feedback Alert!” As he clicks through, the email reveals a detailed customer complaint, brimming with frustration about the bank’s mobile app. Words like “frustrating,” “confusing,” and “impossible” jump off the screen.
James quickly realizes the gravity of the situation. With plummeting NPS (Net Promoter Score) and a rising tide of customer dissatisfaction, there’s a growing sense of urgency to get to the bottom of the issue.
He forwards the feedback to the IT and customer support teams, hoping for a quick resolution. But as the days pass, the problem lingers, and NPS scores continue their downward spiral.
What if we told you there’s a way to decipher and fix the problem before NPS and customer satisfaction hit rock bottom? This blog explores the journey from this frustrating scenario to a solution-oriented reality, highlighting the pivotal role of digital analytics in bringing clarity and action to the world of NPS.
The Net Promoter Score (NPS) has long been a cornerstone of measuring customer loyalty and satisfaction. However, its evolution into the widely accepted metric we know today was anything but straightforward. What is becoming more crystal clear is how digital analytics is reshaping its future.
NPS emerged as a revolutionary concept, its roots lying in the idea that customer loyalty generates extraordinary economic advantages. Fred Reichheld, the visionary behind NPS, knew he was onto something special when he realized the potential for businesses that earned their customers’ unwavering loyalty.
This notion fundamentally changed how we view customer feedback and its impact on customer loyalty and, specifically, likelihood to recommend. As Fred eloquently puts it, “The original insight for me was that when you could build a business that earned customer loyalty, you generated extraordinary economic advantage.”
Missed our webinar with Fred? Watch it now.
While NPS holds the promise of unlocking a path to customer-centric success, its power is often misunderstood and misused. In his recent book, Fred openly criticizes how some companies have misused his methodology by tying NPS scores to bonuses and company profits, instead of prioritizing customer value. It’s a common pitfall that sees NPS used as a financial benchmark rather than a genuine reflection of customer satisfaction and loyalty. This misalignment often results in skewed incentives, where short-term financial gains overshadow the delivery of genuine customer value.
The fundamental problem lies in the misconception that NPS is merely a number on a scale when, in fact, it should enrich the lives of customers.
As Fred Reichheld rightly points out, “You want to be at least as careful or maybe even more careful about measuring how much value and how much delight you’re delivering to your customer.” The true essence of NPS is in understanding, at a profound level, the value an organization provides to its customers.
To bridge the gap between NPS and a transformed customer experience, digital analytics steps into the spotlight. The new definition of digital analytics tools are the missing link that empowers organizations to proactively monitor, diagnose, and optimize the entire digital customer journey. They provide a new lens through which we can scrutinize customer feedback, identify friction points, and align efforts across silos and teams.
Imagine having the ability to gain instant understanding of the issues and opportunities behind every negative submission. In the new definition of digital analytics, you can view data along with session replay of the customer who submitted feedback in just one click. This means you can validate the friction that led to negative sentiment and share these findings with others for resolution. It’s a game-changer for both customer support and product teams.
Scott Finder, former Chief Digital Officer of First Republic Bank, vividly captures this dilemma when he talks about “soul-destroying moments.” These are the instances when a product manager can clearly visualize the pain a customer is experiencing and can empathize with them. For example, when a user is struggling to complete a basic task such as paying a bill or depositing a check, and is repeatedly tapping the screen to no avail. It’s a situation where the user’s pain and frustration is palpable, and yet how did you not discover this issue sooner?
Below, we’ve highlighted four use cases around how digital analytics can be leveraged to improve customer sentiment and reduce friction resulting in negative NPS / CSAT scores:
Be the first to know when NPS scores drop and understand why. Gain instant understanding of and diagnose the “why” behind every negative submission. View the data and the session replay of the customer that submitted feedback.
Another critical use case for digital analytics is to prioritize customer feedback based on business impact to help tackle the most painful customer issues. You can quantify and prioritize friction based on the number of occurrences/users affected, conversion drop, lost revenue, etc.
Digital analytics allows you to take a top-down approach to address VoC issues systematically. By systematically removing barriers resulting in submissions, you can increase customer satisfaction and reduce negative sentiment. You can identify and quantify feedback KPIs, diving deeper into any KPIs and conversion drops driving an NPS less than 7, for example.
The ability to trigger personalized surveys in real-time based on specific user behavior is the future of NPS. It leads to higher customer satisfaction and reduced negative impacts, allowing you to meet your customers in the moment by triggering survey intercepts based on real-time behavioral signals.
Picture this: After a recent banking app release, behavioral anomaly detection alerts to a frustrating experience, proactively triggering a survey to customers. James, our CX Director, receives the customer complaint and with one touch from the survey, visualizes a replay and pinpoints a critical bug causing widespread payment failures in the bill pay app. He quickly forwards the details to IT, and with clear data, they fix the bug in hours. NPS scores stabilize and rise, boosting customer satisfaction and the bank’s reputation. A potential crisis has turned into a success story.
In this scenario, customer feedback tied to digital analytics has the power to revolutionize the digital experience. As a consumer, imagine a world where your input triggers rapid change, eliminating digital hurdles, and leaving you with a seamless experience.
Net Promoter Scores (NPS) are valuable but not enough to eliminate friction. A combination of customer feedback, real-time data, and quantified empathy is crucial.
Digital analytics linked to NPS uncovers the “why” behind scores, enhancing engagement, retention, lifetime value, and reducing churn. This synergy promises a brighter future for digital experiences.